Active Listening Definition

active listening definition

What is Active Listening?

Active listening definition: active listening is the process of paying attention to, and interpreting the underlying message of, customer interactions.

Active listening is an advanced listening technique where the listener – typically a brand representative – makes a conscious effort to look at all aspects of a conversation.

They will look for elements used by a customer such as:

  • Words, sounds, and tonality
  • Body language and expressions

By effectively interpreting these, we are able to gain a deeper insight into what the customer is really trying to say.

For example:

Sales reps who use active listening may notice that a customer’s objection to the price of your product is actually them expressing doubt this is the correct solution for them.


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